Capri Jewelers

We are in receipt of your inquiry based on a Revdex.com complaint submitted to us via email on8/3/2015. Our office registered your inquiry 08/03/2015.In this complaint, you raised a few issues surrounding the handling of your claim around thedates of 7/10/2015 to 7/17/2015. In particular, your concerns...

surrounded the completion of yourappraisal for damages related to this covered loss as well as the service received from our staff.Please be aware that Wawanesa completed the necessary appraisal of damages on 7/17/2015and issued full payment for settlement of this claim on 07/17/2015. Since that date, we haveissued two additional supplemental payments for previously unknown costs.To our knowledge, and as of this date 8/12/2015, Wawanesa has resolved all known physicaldamage matters to your satisfaction and advised your repair facility on the proper process forsubmitting claims for additional damage. Additionally, we have addressed the service issuesreferenced in the complaint directly with you. It is our understanding that these matters are nowresolved based on all known information.

Dear Mr. [redacted]:This letter is written in response to the complaint filed by Ms. [redacted] with the Better BusinessBureau.Ms. [redacted] is correct that on November 17, 2017, she did contact our Customer ServiceDepartment to update her address and make a payment. When Ms. [redacted] contacted our officeon...

November 27, 2017 it was the first time we were made aware that six payments were debitedfrom her account on November 20, 2017. There have been rare instances where our system haspresented the same payment to the bank multiple times. We have researched the issue and are inthe process of implementing a fix so this issue does not continue to occur. In some cases, thepayments are returned and in other cases the payments clear. Our procedure of handling thesituation is to ask the insured for proof that the payments have cleared their bank and oncereceived we can either rush a refund check or wire transfer funds. In addition, we send a letterto the bank asking them to forgive any fees that they have charged the insured due to our systemerror. If the bank is not willing to do so we will reimburse the fees to our insured. The CustomerService Representative asked Ms. [redacted] to email a copy of her bank statement so we could getthese returned.On November 29, 2017, Ms. [redacted] contacted us stating she emailed her statement and wantedto know the status. At that time, we did not have the email, so the representative stated she woulddo some research and call her back. The email was received on November 28, 2017, but it hadnot been uploaded to the policy yet. It can take a few days for emails to process. Ourrepresentative did make an error by not following up with Ms. [redacted] and rushing the refundwhen she realized the email was received. Our normal refund process is 15 days; however, inthis case, our Accounting Department should have been made aware of the error so that we couldhave ensured a refund was sent immediately by either wire transfer or check. Ms. [redacted] calledback on December 4, 2017 to follow up. Our representative explained that the refund check hadbeen mailed on November 30, 2017, which was incorrect. Since there was no rush placed on therefund, the refund was mailed on December 14, 2017. On December 15, 2017, Ms. [redacted] wasadvised that the refund check had been mailed and that if she had any additional fees, we wouldreimburse them. We sincerely apologize for the inconvenience this has caused. This is not the customer experiencewe want any of our customers to have. All the representatives involved with this transaction willbe coached to ensure this type of thing does not happen again. I looked at the bank statementMs. [redacted] provided and I do not see any insufficient fund fees applied to her account. However,if there were any additional charges that were a result of our company error, I would be morethan happy to refund those.If you need further assistance regarding this matter, please feel free to contact me.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[They have provided no action to resolve my complaint. They are still refusing to make me whole from the accident. Lost wages are part of the property damage loss and should be reimbursed in order to make me whole. Merely repairing my car is on part of the damages I incurred. I would not have missed work at all had I not been rear-ended by their insured. I have never encountered an insurance company who refuses lost wages claims due to accidents. I will be more than obliged to take the next step of filing a small claims court case against their insured for my lost wages due to the property damage if they continue to refuse to reimburse me.]
Regards,
[redacted]

Please be advised that this office is in receipt of a letter from the Revdex.com, dated May 17, 2016, wherein, you are seeking compensation for time lost and rental car COSt.Our records reveal the accident occurred September 30, 2015, and the claim was reported to us by [redacted],...

that same date. The file was assigned to Adjuster, Bryan Harvey, who immediately initiated the investigation.Mrs. [redacted] reported she was traveling on Apple Valley Road. Traffic was backed up from the intersection of Bear Valley. A San Bernardino Police vehicle (2016 Ford Explorer) rear-ended the 2014 Dodge Ram, pushing that vehicle into your vehicle. The police report confirms the officer to be at fault for the accident.Your 2007 Honda CRV was inspected on October 9, 2015. The vehicle sustained damage to the left rear bumper, lift-gate and quarter panel in the amount of $1,885.93. We issued the Collision payment to [redacted], on October 17, 2015, less your $500 deductible. The deductible is applied because it is the portion of the loss for which you are selfinsured. No payment was issued to you for rental expense because you elected not to purchase Rental Expense Coverage on your policy.The San Bernardino County Risk Management office accepted liability for the accident on November 23, 2015. As such, we began the process of recovering the funds we paid out under your Collision Coverage. We also requested reimbursement of your deductible as a courtesy to you; however, we are unable to collect your rental expenses or other out of pocket expenses on your behalf. You must present these claims to the San Bernardino County Risk Management office directly.You indicated on the Revdex.com complaint form that you received a check for $500, but you do not know where the check came from. Please be advised, the payment was not issued by us. Claims Supervisor, Jason Saunders, contacted [redacted], of the San Bernardino County Risk Management office to ask if they had issued the payment to you. Ms. [redacted] confirmed they did not send you a check for $500 either. As such, we are unable to determine who issued the $500 payment to you.Ms. [redacted] did advise us they had accepted liability for the accident and attempted to resolve the claim with you. However, she stated you did not submit your rental invoice to them, so they denied your claim. She stated you also claimed approximately $400 in lost wages, but never provided them with documentation to support this portion of your claim. She stated you have 6 months from the date of the denial letter to present your claim with them: Deadline June 23, 2016.In your complaint to the Revdex.com you indicate your desired settlement to be that we: “Cover time lost and rental car cost". As previously indicated, you elected not to carry Rental Expense Coverage on your policy. Therefore, we are unable to issue payment to you for the rental expenses you incurred as a result of this accident. Additionally, please be advised time loss as a result of the accident is not compensable under your Wawanesa General Insurance policy.As previously stated, the San Bernardino County Risk Management office indicates you must present your claim for out of pocket expenses to them before the deadline of June 23, 2016.RISK MANAGEMENT DIVISION222 W. HOSPITALITY LANE, 3RD FLOOR SAN BERNARDINO CA 92415 ADJUSTER: [redacted]PHONE #: [redacted] EMAIL: [redacted] CLAIM #: [redacted]As of today's date, we continue our collection efforts against San Bernardino County and will advise you of the result of these efforts.If you believe your claim has been wrongfully denied or rejected, please contact the undersigned at (800) 427–9669 [redacted]. If we are unable to resolve the matter amicably, you may elect to have the entire matter reviewed by the California Department of Insurance. You may direct your inquires and concerns to: California Department of Insurance, Claims Services Bureau, 300 S Spring St, 11th Floor, Los Angeles CA 90013, telephone number (800) 927-HELP,Sincerely,WAWANESA GENERAL INSURANCE COMPANY

Dear Ms. [redacted]:We are in receipt of correspondence from you dated February 29, 2016. In response, we contacted our policyholder [redacted]e, via telephone, and in writing, to apologize, offer an explanation regarding the events surrounding her claim and explain the applicable coverages.A copy of my...

correspondence to Ms. [redacted] is enclosed for your records.If you have any questions, relative to the above, please contact the undersigned at [redacted], between the hours of 7:30 a.m. and 4:00 p.m., Monday through Friday, or you can email me at: [redacted]Sincerely,Wawanesa General Insurance Company[redacted] Claims Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Wawanesa was addressing my claim in an understaffed manner, I left many voicemail inquiring the staus since 3/11/2016 and the assigned adjuster respond the following or two days after. My car is said to be on its way to my house for a week; a total of 2 weeks wasted time of self investigation and talked to voicemail before the car is returned (3/22/2016). On 3/23/2016 Wawanesa then directed me to IAA to resolve the damages I found upon receiving on my own with IAA and want no further responsibility. On 3/24/2016 IAA's branch manager verbally admits to the fork lift activities of my car without my authorization and the broken front bumper damages as well as strong likelihood for all remaining damages due to fork lifting and storage on a phone conversation. Then later she sent the photographs I demanded and she had dismissed all acceptance, say ing the damages are prior to them picking up the car. The next day I contacted my assigned adjuster and she was out sick for extended period. Until now I have not got any response from her from my voicemail or even my email of complaint to her and the IAA's manager. Since then I started leaving Wawanesa adjuster's supervisor voicemail expressing my frustration of IAA not willing to be accountable for the damages during the time IAA and Wawanesa had custody of my car. The supervisor was no help at first, so I reached out the claim department and made several attempts to initiate new claim for the damages, but got turned down each time. It wasn't until 3/27 or 3/28 that Wawanesa supervisor responded to my voicemail and said a claim is not necessary and additional guidance from higher management is needed. Then on 3/29/2016 an inspector was assigned for a re-inspection of IAA's damages and he is by far the best Wawanesa experience. Though, he is out on vacation this entire week (4/4 - 4/8) and the repair process has not progress. Until the inspector comes back and I have good status/progress of the repair, I do not trust that my complaint will be resolve according to this response letter since my experience has been nothing but terrible, slow responding, lack of accountability, poor processes, and untrustworthy/unethical business practices since March 8, 2016.]
Regards,
[redacted]

I telephoned our insured on May 5, 2015. I was able to leave a message for him. I apologized for hisextensive hold time.I explained that we were experiencing a much unexpected increase in our phone volume and that weare actively hiring and training to add new Customer Service Representatives to our...

Call Center.I also informed our insured that his policy would be canceled as he requested. Since he did not providea cancellation date in his complaint, I advised that the policy would be cancelled effective May 2, 2015,the day after he reported talking to us.I left my name and number for him to callback if he had any questions. He has not responded.His policy refund was issued and mailed on May 8, 2015. He received a refund for the full amount ofpayment made towards his 2015- 2016 policy period. As well, there was a refund due on the priorterm since it was cancelled before the expiration date.Enclosed is a copy of our Call Tracking Report. Using the number our insured provided, I can onlyconfirm that he called us between April 24 and April 30. The report was run using the time period ofMarch 1 through May 1.We sincerely apologize for not being able to provide and meet expected_customer service.Sincerely,[redacted]Customer Service Manager

RE: Complaint ID Number: [redacted]Dear Ms. [redacted]:Enclosed is our response to the above referenced complaint number.In regards to the credit card fee concern our insured has, we use a third party vendor to process our credit card payments. The convenience fee is a fee that the credit card company...

charges to process their payments. It is a not a fee that Wawanesa charges. To avoid any type of convenience fees, there are a few other options that we offer to submit a payment. Besides the credit card option, we also offer another online option which uses your Routing and Bank Account number to process payments and it is a free option. It is our EZPay option and it is an option our insured has used several times in the past. offered to her reset her USER ID and password if she has forgotten them. I explained to her that with her automobile policy, we also offer reoccurring payments, which does not have any convenience fees and reduces the service charge from $5.00 to $1.00 per installment. At this time, her homeowner policy is paid in full until June 10, 2016. When the homeowner policy renews, we do not offer a 12 payment plan, but we would be happy to assist her with EZPay. As a final payment option, a check can be mailed through the post office, which is also a free option.As far as our company not allowing our insureds to combine homeowner and automobile credit card payments, it is correct that they cannot do so online. They are separate transactions and since we do not have a web portal set up at this time, our system would not know how to apply one payment to each policy. However, if our insureds are speaking to a representative, we can make an exception to take one transaction for both payments, as long as the payment is not over $2,000.00.She stated in her complaint that her desired settlement would be for us to refund all fees that she had to pay twice. She stated that the amount equaled $30.00. Our records only show she was charged the $9.95 fee twice on November 25, 2015. The homeowner policy is on a 3 payment plan. The payments are due June, September, and December. The homeowner payment due in June was made by credit card on April 30, 2015. At that time, the automobile policy was paid in full, so there was only the homeowner payment that was due, which means only one $9.95 fee was charged. On September 26, 2015, she spoke to a representative and he made the exception and took one credit card payment for both the automobile and homeowner payments. She was only charged one $9.95 fee for that transaction. The final homeowner payment was a separate transaction from the automobile policy. have sent a request to our Accounting Department to issue her a refund for the extra $9.95 fee she was charged, since the representative she spoke to could have made an exception and only processed one payment. In addition to refunding one of the $9.95 fees, I have also written off $17.57 from the December payment due to our billing error she contacted us about on October 28, 2015. We recently upgraded our processing Systems in April and in October we experienced a glitch that sent out bills with the incorrect amount due. The glitch has since been fixed.I Contacted our insured on Friday, December 4, 2015. While I was unable to speak with our insured directly, I did leave a detailed message which included an apology for the billing error. I did leave my contact information if there were any questions. As of this writing, I have not heard from our insured.This matter has been resolved. We sincerely apologize for not being able to provide and meet expected Customer Service. Sincerely,[redacted], Customer Service Division Supervisor

Dear Mr. [redacted]:This letter is written in response to Mr. [redacted]’s complaint regarding the handling of hisrequest to add Comprehensive and Collision Coverages to his policy.When Mr. [redacted]’s policy renewed for the April 2, 2017 to October 2, 2017 term, it includedcoverage for a 2005 GMC Yukon and...

a 2010 Cadillac SRX. Both vehicles were insured forLiability and Physical Damage Coverages (Comprehensive and Collision Coverages).In June 2017, Mr. [redacted] contacted our Customer Service Department to add a 2008 MercedesBenz to the policy. He also inquired about adding Comprehensive and Collision Coverages to thevehicle. However, since the vehicle holds a “Salvaged” title, he wanted to know the value of thevehicle and what the payout would be in the event of a total loss. He was advised the settlementpayment would be determined by the Claims Department at the time of the loss. Since he couldnot be given a definitive answer, he asked that the coverages not be added. Thus, the vehicle wasadded with Bodily Injury and Property Damage Liability and Uninsured Motorist CoverageProtection only.In August 2017, Mr. [redacted] contacted our Customer Service Department to once again inquireabout adding Comprehensive and Collision Coverages to the policy. He was advised a preinspectionwould be needed since the vehicle had been insured on the policy for more than 30days. However, upon further review by an Underwriter, it was decided that since Mr. [redacted] hadpreviously discussed adding the coverages when the vehicle was added, pre-inspection would notbe required. He once again asked about the value and settlement payment and since he wasn’tgiven the specific information he was seeking, he declined adding the coverage. He stated hewanted the inspection in addition to knowing the tentative settlement amount.Each time Mr. [redacted] asked about the specific settlement amount, he was advised that if a total lossof the vehicle occurred, the settlement/payout would be determined by the Claims Department atthe time of the loss and it is not information that could be provided beforehand by our CustomerWAWANESA GENERAL INSURANCE COMPANY[redacted] Toll Free [redacted]Claims Services Toll Free [redacted]Service and/or Underwriting Departments. Due to his desire to have this information in advance,he never followed through with the request to add the Comprehensive and Collision Coverages.On September 25, 2017, Mr. [redacted] contacted our Customer Service Department again to discussadding the Comprehensive and Collision Coverages to the 2008 Mercedes Benz. An inspectionwas ordered by our Underwriting Department and Mr. [redacted] was advised he would be contactedby our inspection vendor to schedule the appointment. The normal processing time for aninspection can take up to 30 days to complete and Mr. [redacted] was advised of this process.On October 17, 2017, Mr. [redacted] contacted our Customer Service Department stating he had notyet been contacted to schedule the appointment. An Underwriting Supervisor agreed to add thecoverages without the pre-inspection since it had been previously noted that Mr. [redacted] discussedadding the coverages at the time the vehicle was added. However, prior to being advised of thisexception, Mr. [redacted] terminated the phone call. An Underwriter immediately tried to contact Mr.[redacted] to no avail and a message was left. On October 18, 2017, the Underwriter left anothermessage reqeusting Mr. [redacted] to call back to discuss the policy.Later on October 18, 2017, the Underwriter spoke to Mr. [redacted] for the first time to discuss thedecision that was made on his policy. He was advised that pre-inspection of the vehicle wouldnot be necessary. However, Mr. [redacted] indicated that he would still like the vehicle to beinspected. The coverages were added, and the Underwriter requested a “Rush” inspection orderfor Mr. [redacted]’s 2008 Mercedes Benz. Our inspection vendor attempted to contact Mr. [redacted] onOctober 18, 2017 and October 19, 2017 to schedule the appointment to no avail.Mr. [redacted]’s request to add the coverages has been processed; however, we await the inspectionreport of the vehicle. I trust this letter explains the policy handling and the positive outcome ofMr. [redacted]’s request and, based on the information explained, I ask that this complaint be classifiedas invalid.If you need further assistance regarding this matter, please feel free to contact me.Sincerely,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Mr. [redacted]:
Please be advised we have received an inquiry from the Revdex.com (Revdex.com) of San
Diego regarding the above-captioned claim. This inquiry included your “Statement of the
Problem” and your “Desired Settlement”. In essence, these documents request that Wawanesa
General...

Insurance Company (herein after Wawanesa) pay for damages to your vehicle, a 1995
Toyota Camry, which was struck while it was parked and unoccupied. We acknowledge these
matters can cause disruption and apologize for any inconvenience you’re experiencing.
The traffic accident in question is portrayed by you as one where our insured simply struck your
vehicle by accident and left an apology note thereafter. However, we have been informed that a
hit and run vehicle may have initially struck our insured’s vehicle, causing it to lose control and
setting into motion the chain of events which led to your vehicle also being struck. In this
scenario, the hit and run vehicle’s driver might be considered the party at fault, with our insured
and you both being victims of those actions. Indeed, our insured’s vehicle has been inspected,
confirming a point of impact separate and distinct from its impact with your vehicle.
Given the information presented to Wawanesa thus far, we realize additional investigative
activities need to be undertaken to resolve this matter. This includes securing a detailed statement
from our insured, which has been requested. We’ve also requested a copy of the Los Angeles
Police Department report. In the meantime, if you have any additional information to present,
such as a copy of the note that was left on your vehicle, or witness information (if any exists),
please forward this to our office.
Because our investigation is pending and active as outlined above, we are not in a position to
offer payment for your vehicle damages at this time. In the meantime, I understand a claim has
been filed with your own auto insurance carrier, and you can elect to pursue your claim there if
you have collision coverage for your vehicle.
In closing, our investigation into the facts and circumstances surrounding this loss continues.
Please rest assured we are taking all necessary steps to resolve this matter as quickly and fairly as possible, and our decisions will be based upon the preponderance of the evidence gathered.
Until we are able to reach a final decision regarding your claim, we will keep you informed of
the status along the way.
Although I appreciate your inquiry, by copy of this letter I’m informing the Revdex.com of San Diego
of our position that our handling of this ongoing matter has been proper.
Sincerely,
WAWANESA GENERAL INSURANCE COMPANY

Dear Mr. [redacted]:
This letter is written in response to the complaint filed by Mr. [redacted] with the
Revdex.com.
Our wait times have been lengthy. We are currently training additional staff and looking
at other efficiencies to help with call volumes.
On July 11, 2017 at 4:53pm,...

we did connect with Mr. [redacted] and assisted him in adding
his daughter to his policy.
If you need further assistance regarding this matter, please feel free to contact me.
Sincerely,
[redacted] Customer Service Division Supervisor
Wawanesa General Insurance Company
1-800-640-2920 Ext [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I was contacted via telephone during my work hours, and I do not have time to take phone calls while I am at work, especially during month end close, which is exactly what it is right now. I have been working 10 hour days for 12 days straight trying to close an Accounting cycle at work. My entire complaint is about missing work due to this accident. Time is money while I am working. I can't be expected to drop everything I am doing while I am at work. It is absolutely unfair of Wawanesa to expect me to miss any further work, especially when they are denying approximately $160 of lost wages. RIDICULOUS! My claim for the lost wages due to taking my vehicle stands. Unfortunately for Wawanesa, I am not going to drop this.]
Regards,
[redacted]

Dear Mr. [redacted]:
This letter is written in response to the complaint filed by Mr. [redacted] with the
Revdex.com.
Mr. [redacted] is correct that there was a system error on his policy, which resulted in his
policy not cancelling at renewal when a payment was not received. When I...

responded to
the Department of Insurance on May 30, 2017, I went through the timeline of events and
explained what had happened. I assured Mr. [redacted] that there was nothing due on his
policy. We had mailed out a cancellation notice on May 17, 2017 that was effective April
15, 2017 showing nothing was due on the policy.
The next time Mr. [redacted] reached out to us was the evening of June 09, 2017 and it
was after hours. He went on our website and submitted a California Website Feedback.
I happen to be the leader in charge of reviewing these feedbacks. I received it first thing
Monday, June 12, 2017 and I responded that morning at 9:55am. In his email, he stated
that he received another notice stating he owed money. Since I had just responded to
the Department of Insurance request, I knew that he did not owe any money. To ensure I
was not missing any details, I had a Division Supervisor in our Billing Department take a
look.
In my response to Mr. [redacted], I apologized for the inconvenience this all caused him. In
addition, I explained that when the Billing Division Supervisor looked at his billing, she
noticed that it was cancelled incorrectly. When the supervisor originally cancelled his
policy, she inadvertently missed a button in the billing portion of the policy. This caused
an incorrect notice to generate on June 2, 2017. On June 12, 2017, the Billing
Department made the correction right away and I assured Mr. [redacted] that nothing was
due on his policy. No further notices will go out to him. If you need further assistance regarding this matter, please feel free to contact me.
Sincerely,
[redacted]
Customer Service Division Supervisor
Wawanesa General Insurance Company
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I did receive a call from Wawanesa regarding my Revdex.com complaint.  I also received the standard response of call volume increasing 20% and that they are hiring more customer service reps.  They've been using that excuse since January, one which I'm not buying.  If that were true, then it must take 5 months to train employees.  I accept Wawanesa's response because I received my refund check today and I'll never have to deal with such a poorly run company again, especially a company that increased my premium by 33.1% when in fact, it should have decreased.
Regards,
[redacted]

Dear Ms. [redacted]:We received your inquiry on our website dated August 17, 2016, as well as your inquiry withthe Revdex.com dated August 19, 2016. We understand you are seeking an additionalpayment of $1000.00, toward your rental car bill. We concluded a thorough review of our...

filehandling, and confirmed that no additional payments are owed toward your rental car bill. Weattempted to contact you by telephone to discuss this matter on August 18, 2016, but you werenot available. The findings of our investigation are listed below.From the onset of this claim until May 17, 2016, (23 days), you informed our claims staff thatyou were utilizing your insurance carrier, Farmers Insurance, for the repairs to your vehicle. OnMay 17, 2016, you informed the Wawanesa General Insurance Company (hereinafter Wawanesa)claims adjuster, Ms. [redacted], that you would prefer to have Wawanesa pay for the repairsto your vehicle. Therefore, we completed a repair estimate on May 25, 2016, and issued fullpayment of that estimate to you in the amount of $3,796.41, on June 1, 2016. Our appraiserconfirmed your vehicle had unrelated prior damage to the entire right side of your vehicle. Youconfirmed this fact with Ms. [redacted] on May 24, 2016. On June 6, 2016, we issued asupplement payment to your chosen repair shop, [redacted], for the front-end damagein the amount of $692.24. As of this writing, our appraiser has received no other supplementrequests from [redacted]. As a courtesy to you, on August 18 and 19, 2016, ourappraiser attempted to contact [redacted] with [redacted], to determine if there are anyoutstanding supplements that need to be approved, but [redacted] has not returned our appraiser’scalls.We owe reasonable loss-of-use during the accident related repair of your vehicle, and as acourtesy to you we authorized the billing of your rental vehicle through Enterprise Rent-A-Carfrom May 5, 2016, through June 24, 2016, which is 51 days, at a cost of $1,292.37. The totallabor repair hours for your vehicle are 32 hours, and the maximum repair time would be 40 days.As such, the amount of 51 days of rental, which we have already paid for is reasonable. It is ourunderstanding that [redacted] has not yet completed the repairs to your vehicle, andthey are currently providing you with a rental vehicle.While we sympathize with you regarding the repair time of your vehicle, the selection of therepair facility, [redacted], was made by you. As such, we have no authority with[redacted] to further intervene or expedite the repairs of your vehicle. Additionally,we can find no delay in our handling of your claim which would have delayed the repairs of yourvehicle. However, your delay in authorizing the repairs to your vehicle for 45 days(April 26, 2016 to June 10, 2016), contributed to the overall repair time of your vehicle, as wellas your incurred rental charges.Since we have already paid for 51 days of your rental charges, which exceeds the maximumrepair time of 40 days, we are unable to consider any further payment of your rental charges atthis time. We remain ready and available to evaluate any accident related supplements submittedby [redacted]. Should this occur, we will reevaluate our position regarding yourrental charges.Your inquiry to the Revdex.com indicated you are again going through FarmersInsurance for the repairs of your vehicle. If this is correct, please return our payments totaling$4,488.65, or we will deduct this amount from any reimbursement payments that we may issueto Farmers Insurance at a later time.Thank you for contacting us regarding your concerns. If you have any additional questionsregarding this claim, please feel free to contact [redacted] at 858-715-5982, Monday throughFriday, 8:00 a.m. to 4:30 p.m.Sincerely,WAWANESA GENERAL INSURANCE COMPANYWe confirmed that you selected [redacted] to conduct the repairs to your vehicle, andplaced your vehicle with them on April 26, 2016. On June 10, 2016, we were advised by [redacted]at [redacted] that you had not provided the necessary authorization to begin repairsto your vehicle because you had not decided if you were going through your own insurancecarrier, Farmers Insurance, or if you would be using Wawanesa for the repairs to your vehicle.Your repair facility was unable to confirm the specific date that they began repairs on yourvehicle.

Dear Mr. [redacted]:Please be advised we have reviewed your renewed inquiry with the Revdex.com (Revdex.com)of San Diego regarding the above-mentioned claim. For reasons described below, we respectfullydisagree with your various critiques and stand on our denial of your claim. A copy of ourApril 13, 2017 denial letter is enclosed for your review.Despite your contentions to the contrary, our office did undertake a thorough and reasonableinvestigation into the facts and circumstances surrounding this loss. This included confirmingthe facts of the loss with our insured, inspecting our insured’s vehicle and yours, and securing acopy of the police report filed by our insured. The results of this investigation lead us to concludethat an unidentified hit and run vehicle collided with our insured’s vehicle, subsequently causingour insured’s vehicle to collide with your parked and unoccupied vehicle. Indeed, our insured’svehicle has damage to its’ drivers side, which provides physical evidence supporting our insured’scontention that a hit and run vehicle was involved.The fact that our insured left a note on your vehicle does not equate to an admission of liabilityon the part of our insured, but it does provide evidence that this was not a hit and run automobileaccident as you suggest.While it is true that the police were not immediately called to the scene of the loss, the lack ofimmediate police involvement is not an uncommon occurrence for a traffic accident of this nature.Your suggestions that our insured was a hit and run driver in this matter, was unreliable in herreport to the police regarding this event, or that she actually created the hit and run damage toher own vehicle, are potentially libelous statements which are completely unfounded.In actuality, both you and our insured are victims of the same hit and run vehicle which initiallycollided into our insured’s vehicle and caused the subsequent loss with your vehicle. While weempathize and regret that you too were an innocent victim in this event, we are not in a positionto pay for your damages and stand on our prior liability denial as outlined above.

Wawanesa General Insurance Company issued our insured a $66 refund on her automobile insurance policy in 2012 which was never cashed. After 3 years we are required to escheat uncashed checks to the California State Controller. Prior to doing that we are required to mail a letter notifying the...

various payees of their uncashed check and to contact us to reissue it. We mailed the letter to our insured on June 26, 2015. We did not receive a response so we eventually sent the California State Controller a detailed list of uncashed checks which included this particular check.Based on this list the California State Controller's Office sent out their own letters to the payees notifying them of uncashed checks issued by Wawanesa. Our insured received the letter and attempted to call Wawanesa to have the check reissued. Unfortunately, our insured had a difficult time trying to reach us. The telephone number listed on the letter is not manned by an employee, but is set up with a prompt asking callers to leave their information and expect a callback shortly. At the time our insured called, the prompt had been unknowingly cleared from the recording, so from the caller's perspective they reached a dead line. This was immediately rectified once the problem was discovered.I called our insured back on March 23, and apologized for the lack of service she received and any inconvenience it caused her. This was an error on our part. I also told her that we would reissue her $66 refund as soon as possible. Accordingly, a new check for $66 was issued on March 24 to be mailed no later than March 25.This matter has been resolved. We sincerely apologize for not being able to provide and meet the level of customer service our insured deserved.Sincerely,
[redacted]Chief Financial Officer Wawanesa General Insurance Company